Job Purpose
A key support position involving the receipt, triage, processing of reactive jobs to support the field team. Working with the admin team and operations managers to reduce Duplication and detailed triage of all Alarms generated from CDK & JTL.
Responsibilities
1. Manage the receipt, triage and processing of reactive maintenance jobs to support the refrigeration field team.
2. Liaise directly with Field Refrigeration Engineers to ensure all call outs and reactive works are completed in a timely manner and to the standard expected from clients.
3. Effectively organise and manager all refrigeration engineers and their schedules.
4. Assign Planned Preventative Maintenance jobs to engineers, liaising with the administration team to ensure all works are covered.
5. Reduce duplication of alarms from CDK/ JTL
6. Ensure a strong, organised process is in place for all engineers, enabling strong service levels.
7. Managing administrators and working collaboratively with the operations managers.
8. Ensure knowledge of refrigeration systems, refrigeration systems diagnostics and Service Level agreements are strong at all times.
Essential Criteria
9. Strong IT skills with experience of MS Office applications i.e. Word, Excel and Outlook
10. Excellent administration and time management skills
11. Ability to work under pressure in a fast-paced environment
12. Ability to adapt to changes quickly
13. Ability to communicate effectively with a wide range of people both verbally and in writing
14. Preferred experience within a Facilities Management environment.
15. Strong focus on achieving a high level of Customer Service
16. A team player with strong interpersonal skills
17. Excellent Listening skills with the confidence to question information
18. Strong understanding of refrigeration systems and the ability to diagnose refrigeration systems
19. Strong understanding of Service Level Agreements and KPI Adherence
Refrigeration Engineering background
Qualifications
20. Previous experience of effectively managing a team in a call centre environment is essential
21. Strong PC literacy, with experience using FM & telephony systems
22. Strong communication skills, both written and verbal
23. Strong results focus
24. Effective problem-solving and decision-making
25. Able to motivate self and others
26. Flexible approach to working hours